Refund policy
Returns & Refunds Policy
At Frank Bean Market, many of our products are handmade, personalised or created specifically for each customer. Please read our returns policy before placing an order, particularly when purchasing customised items.
Personalised & Bespoke Items
We do not accept cancellations or returns for change of mind on products that are made to your individual specifications or clearly personalised.
This includes items featuring:
Personalised names, dates, messages or wording.
Custom engravings, printing or designs requested by you.
Bespoke dimensions, designs or specifications created specifically for your order.
Other individual customisations that make the product unique to your requirements.
These products are exempt from the normal 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
Please check all personalisation details carefully before ordering, including spelling, dates, wording and any other specifications.
We are not responsible for errors in personalisation information supplied by the customer where we have accurately followed the instructions provided.
If you wish to amend or cancel a personalised order, please contact us as soon as possible. We may be able to accommodate your request, but we cannot guarantee changes or cancellation once an order has been accepted.
This exclusion only applies to genuinely personalised or bespoke products. Items made after an order is placed using standard designs or options are not automatically exempt from statutory cancellation rights.
Your statutory rights remain unaffected if an item is faulty, damaged, not as described or incorrectly personalised due to an error on our part.
Non-Personalised Items — Change of Mind
For products that are not personalised, bespoke or otherwise legally exempt from cancellation, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise this right, you must notify us within 14 days of the day after you receive your order.
Once you have notified us, you have a further 14 days to send the items back.
To request a return, email frank.bean.myinbox@gmail.com with your order number and confirmation that you wish to cancel.
We will provide the return address and instructions. Please contact us before sending items back so that we can identify and process your return correctly.
You are responsible for the direct cost of returning items when cancelling because you have changed your mind. We recommend using a tracked postal service and keeping proof of postage.
You may inspect products as you would in a shop. However, if an item has been handled beyond what is necessary to establish its nature, characteristics and function, we may make a deduction from your refund to reflect any reduction in its value, as permitted by law.
Where possible, please return items in their original packaging, suitably protected to avoid damage in transit.
Faulty, Damaged or Incorrect Items
We take care when creating and packaging our products, but if something is wrong with your order, please contact us.
If an item is faulty, damaged, not as described or incorrectly personalised due to our error, you are entitled to the remedies provided by the Consumer Rights Act 2015. This also applies to personalised and bespoke products.
Depending on the circumstances and your statutory rights, these remedies may include a refund, repair, replacement or price reduction.
If you identify a problem, please email frank.bean.myinbox@gmail.com with your order number and a description of the issue.
Photographs are helpful and may allow us to resolve the problem more quickly, but they are not a condition of exercising your statutory rights.
We recommend contacting us promptly, ideally within 7 days of delivery, particularly if an item arrives damaged or incorrect. However, this is a request rather than a deadline, and it does not limit your legal rights.
Where a return is required because goods do not meet your statutory rights, we will cover reasonable return postage costs or arrange an appropriate return method.
Exchanges
We do not offer a separate exchange service for change-of-mind purchases.
If your item is eligible for cancellation and return, you may return it in accordance with this policy and place a new order for the item you would prefer.
Personalised and bespoke products cannot be exchanged for change of mind.
This does not affect your statutory rights to a repair or replacement where goods are faulty or otherwise do not conform to the contract.
Refunds
When you exercise your statutory right to cancel an eligible order, we will refund the price paid for the returned items, together with any standard outbound delivery charge that must be refunded by law.
If you selected a delivery service more expensive than our least expensive standard delivery option, we are not required to refund the additional cost.
Where only part of an order is returned, delivery charges will be refunded only where legally required.
We will issue your refund without undue delay and no later than 14 days after receiving the returned goods or receiving acceptable evidence that you have sent them back, whichever is earlier.
Refunds will be made to your original payment method unless you expressly agree otherwise.
For refunds arising from faulty or non-conforming goods, we will follow the applicable statutory requirements.
Your bank or payment provider may take additional time to display the refund.
If you have any questions about a refund, please contact frank.bean.myinbox@gmail.com.
Your Statutory Rights
Nothing in this policy affects your statutory consumer rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
We are responsible for supplying goods that meet your legal rights.
Contact Us
Frank Bean Market
Email: frank.bean.myinbox@gmail.com
For eligible cancellations, you may also use the following cancellation form. You are not required to use it; a clear email or other written statement is sufficient.
Model Cancellation Form
To: Frank Bean Market
Email: frank.bean.myinbox@gmail.com
I hereby give notice that I cancel my contract for the following goods:
Items ordered:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
This form applies only to purchases for which a statutory cancellation right exists.